Send My Bag®
Customer Service Advisor
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This position is permanent, full time and based in our Bangor (Northern Ireland) office.
Starting salary of £26,228 (£13.45 per hour).
Our internal progression program 'Send My Bag - Levels' is designed to encourage you to build your knowledge and become an invaluable part of our team. Each Level comes with salary progression:
- Level 1 - £27,068
- Level 2 - £28,223
- Level 3 - £30,533
Our aim is for you to achieve Level 3 by the end of year three.
Working Hours
Your contract will be for 37.5 hours per week, consisting of 5 x 8hr shifts including a 45 minute break.
Shifts will typically not start earlier than 7am or finish after 11pm. Shifts will usually change on a monthly basis rotating between early, mid and late starts.
As an example only, shifts across 3 months could be:
- Month 1: 8am - 4pm
- Month 2: Midday - 8pm
- Month 3: 2pm - 10pm
Most team members in this role work Monday - Friday, however from time to time you may be assigned a shift which includes a weekend day.
Requirements
With over 100,000 reviews averaging 4.6 / 5, we are the highest reviewed service of our kind worldwide and this has been achieved through providing the highest level of customer service.
In addition to answering inbound queries, you will be assigned orders for which you will have responsibility to proactively take steps to ensure the best possible customer experience. For example if you notice a potential issue for the collecting driver when reviewing addresses ahead of the collection of one of your orders, you would phone the customer to clarify and resolve.
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A typical day may see you communicate with our customers and courier partners by phone, email and live chat.
As a technology-based business, our customer service team consists of only around 50 colleagues. We are a business where you will help and support our customers globally, whilst knowing everyone you work with.
Successful candidates will be able to demonstrate the following:
- A professional yet friendly and engaging way with customers
- The ability to construct well-written emails and live chat responses in good time
- An excellent telephone manner allowing them to speak clearly with international customers and couriers by phone
- The ability to think on their feet and remain calm under pressure - (this is not a script reading role, problem solving will be necessary)
GCSE Maths & English grades A - C is a minimum requirement, while A-levels grades A - C or an undergraduate degree is preferred.
Experience with PCs on a day-to-day basis is required, successful candidates will be working with our in-house software to manage active orders on the service. Training will be provided however it is important that candidates have previous experience in this area and their application should reflect this.
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As part of the interview process candidates may undertake several short tests including, typing, spelling & grammar.
Equality Statement: We are an equal opportunities employer and welcome applications from all suitably qualified persons. Should you be invited for interview, if you require any reasonable adjustments please let us know at that time.
Benefits
Health and Well being
Benenden Private Healthcare
Including;
- 24/7 GP Helpline
- 24/7 Mental Health Helpline
- Medical Diagnostics
- Medical Treatment
- Physiotherapy
- & much more
Please visit Benenden directly for more information.
Free Annual Eye Test
Working Environment
On site car parking with FREE electric car charging
Our new Bangor office is built and equipped for purpose; from state of the art sound dampening, to multi-point adjustable chairs and free tea & coffee only a few feet from any desk:
Event Tickets
As sponsors of Ulster Rugby, Belfast Giants and the Northern Ireland Senior Men's and Women's football teams, there will be opportunities to claim tickets to local sporting fixtures.
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